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Audio Files

Purpose

Audio files are recorded questions that can be used within the IVRInteractive Voice Response (IVR) is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent., Queue, Hold or Quality Monitoring.

 

Explanation

Audio files can be linked with IVR Questions. By doing so the audio file overrules TTS (Text-to-Speech).

Uploading an audio file is easy. Select a local file, upload it to SharePoint and use link it with an IVR Question. Filenames of audio files will be displayed in SharePoint, so make use of clear filenames for your own convenience.

 

Audiofile Format

  • Audio files can be .Wav, .WMA or .MP3.

  • Preferable MONO.

  • File size around 2 MB, to prevent long loading times. (Bigger files can be used)

  • File name doesn't contain any special characters.

 

Training Video

 

Explanation per field

In order to manage Audio Files, the following screen should be filled in:

Item

Description

Name

By clicking the “Browse…” button a local file that should be uploaded to SharePoint, can be selected.

Title

This field the name of the file must be entered, this will be used to select the audio file.

Warning Needs to be added manual.

Overwrite existing files

Ticking this box will overwrite old files that have the same filename.

 

Audio files Upload/Remove

Audio files can be uploaded or removed.

Warning Updates to the system are real-time; therefore wrong entries might cause malfunctions.

Tip You can also drag and drop multiple items directly into the Audio files list, but you need to enter the Title afterwards.

  1. Open the Audio files list

  2. Select the “Add new item” button.

  3. Select the Audio file by clicking the “Browse…” button.

  4. Select the “OK” button

  5. Fill in the Title field.

  6. Select the “Save” button.

Warning The administrator is responsible for removing potential links with other entries in the database (e.g. IVR Questions).

Warning Needs to be added manual.

  1. Open the Audio files list

  2. Tick the respective Audio File

  3. Select the “Delete Item” button.